When you make a donation or complete a payment on Subsplash, we want to ensure you have all the information you need to track your transactions. From gift receipts to scheduled recurring gifts, this guide will walk you through the types of emails you can expect to receive.
This is not an exhaustive list. There may be other emails you receive from us that aren't included in this list. The exact sender email will vary slightly between receipts, but the sender domain is always @secure.subsplash.com. If you have any questions about an email you receive, please reach out to our Support team at support@subsplash.com.
Gift receipt
You should receive a receipt as soon as your donation is processed. Donations from a card are usually processed in under a minute. Direct Transfer (ACH) donations can take 3-5 business days to process.
Scheduled gift creation confirmation
When you set up a new recurring gift, you will receive an email confirming its creation along with the gift's details.
Upcoming scheduled gift
When your recurring gift is scheduled to process soon, you will receive an email letting you know when it is scheduled to process.
Recurring gift cancellation
If you or a dashboard user discontinues your recurring gift, you will receive a cancellation notice. There are some instances where a recurring gift can be discontinued without receiving an email, such as deleting a payment method connected to a recurring gift.
Gift failed
There are two more common failure emails you could receive related to your gift. ACH gifts take 3-5 days to process, but in the case that your gift fails after submission, you will receive an email about the failure.
If you have a scheduled recurring gift that fails, you will receive an email about your gift failing to process. After three consecutive failures at the scheduled processing time, your recurring gift will be discontinued.
Payment method expiring
When a payment method on your account has an upcoming expiration date, you will receive an email prompting you to update your card.
Email Troubleshooting
If you don’t see your donor receipt in your inbox, try searching by the subject line or sender domain and checking your spam folder. Verify you’re checking the correct email account. If you still do not find your receipt, go to your profile in your organization's app. Check and update your email address if appropriate. You can also view your transaction history to see which donations have been processed.
If you have followed all of the steps above and still are not receiving receipts, check out our Troubleshooting Your Email article for more information.